How Did Your Customer Experience Get on the Naughty List?

How Did Your Customer Experience Get on the Naughty ist? of people 82 describe their experience as "taking too much effort" BAD RESPONSES: Responding to customer complaints about fees, Ryanair CEO said: "...all those passengers are stupid who think we will change our policies or our fees," and about one passenger: "...for being an idiot and failing to comply with her agreement at the time of booking. We think Mrs McLeod should pay 60 euros for being so stupid," 79% of consumers who shared complaints about poor customer experience online had their complaints ignored. 68 of customers go somewhere else because of "perceived indifference" BAD RESPONSES: When DISH no longer carried AMC, Chairman Charles Ergen said about DISH viewers: "They live in farms and ranches," and "They have no clue about zombies and New York." A dissatisfied customer 9to15 will tell people about their experience. Y How To Get On The Nice List • Know the journey. Walk in your customer's shoes often to understand what the experience is and fix what might be broken. • Respond to customer requests via their selected channels, including social media. • Listen everywhere. Empower customer service reps and front-line employees to have a direct way to respond to important feedback. • Appreciate loyalty. Surprise loyal customers with perks and sincere gratitude. Sources 36 Connext Mural Consulting Oracle Ad Age Smartblogs Customer Experience Investigator" CNBC Hubspot White House Office on Consumer Affairs 360СONNEXT. CO м DUNC How Did Your Customer Experience Get on the Naughty ist? of people 82 describe their experience as "taking too much effort" BAD RESPONSES: Responding to customer complaints about fees, Ryanair CEO said: "...all those passengers are stupid who think we will change our policies or our fees," and about one passenger: "...for being an idiot and failing to comply with her agreement at the time of booking. We think Mrs McLeod should pay 60 euros for being so stupid," 79% of consumers who shared complaints about poor customer experience online had their complaints ignored. 68 of customers go somewhere else because of "perceived indifference" BAD RESPONSES: When DISH no longer carried AMC, Chairman Charles Ergen said about DISH viewers: "They live in farms and ranches," and "They have no clue about zombies and New York." A dissatisfied customer 9to15 will tell people about their experience. Y How To Get On The Nice List • Know the journey. Walk in your customer's shoes often to understand what the experience is and fix what might be broken. • Respond to customer requests via their selected channels, including social media. • Listen everywhere. Empower customer service reps and front-line employees to have a direct way to respond to important feedback. • Appreciate loyalty. Surprise loyal customers with perks and sincere gratitude. Sources 36 Connext Mural Consulting Oracle Ad Age Smartblogs Customer Experience Investigator" CNBC Hubspot White House Office on Consumer Affairs 360СONNEXT. CO м DUNC